Customer Care Manager

Your Opportunity

Sidel is looking for the customer care manager - part of the Asia Oceania and Africa (AOA) service organization reporting to the Lead Customer Care Manager SEAP & GC (South East Asia Pacific & Greater China) , that will be responsible for supporting customer requests for emergencies, trouble shooting and technical assistance during warranty and life cycle of the equipment. He/She will also be leading complete solution delivery from customer call until the end of issue resolution, with the help of experts from Product Support. He/She is a key role between customer and service account manager for technical problem solving and advices

Your Mission

• Collect and filter customer calls, identify needs and answer or manage accordingly any technical request to ensure general support requests from customer are answered.
• Issue Service Request for intervention and ensure follow up with Planning team;
• Open and drive Non conformity through our system (SINCRO) until problem solved and confirmed by customer
• Follow and support Field Service Engineer during intervention at customer site
• Follow up and ensure Sales Order and Service order required are created and aligned
• Collect and send technical report to customer
• Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit
• Organize stand alone / complete line regular maintenance and emergency intervention
• Focus on customer proximity
• Manage Warranty intervention following Issue resolution process

Your Profile

• Bachelor Degree or equivalent;
• Fluency in English, added score for Korean or French language;
• 5 years of working experience in after sales or production plant;
• High technical knowledge of Sidel products and complete line equipment;
• Strong verbal and written communication skills in order to establish a very good customer relationship;
• Ability to interface with all levels of the organization;
• Excellent multi tasks ability